Senior Manager, Customer Success

Summary

Join Restaurant365, a SaaS company revolutionizing the restaurant industry, as a Senior Manager, Customer Success. You will be responsible for the success of Enterprise Customers post-implementation, overseeing and mentoring a team of Enterprise Customer Success Managers. This role involves driving customer retention, adoption, and key metrics like customer health and NPS. You will collaborate with various teams, including Sales, Customer Experience, CS Operations, Support, Product, and Development, to ensure customer success. This position requires strong leadership, customer relationship management, and strategic planning skills.

Requirements

• Bachelor's degree or equivalent, Master’s degree or relevant certification a plus
• 10+ years in a customer facing role in customer success, account management or related roles
• A proven track record as a Senior Manager of Customer Success Managers
• Experience supporting and maintaining Enterprise customers in a SAAS platform
• Ability to travel 25%
• Knowledgeable in all areas of a scalable, delightful customer Journey
• Strong understanding of all platforms and tools used by the team and can explain them for best practice use
• Very organized, detail oriented, and analytical
• Collaborative and flexible working style
• Ability to teach and coach effectively
• Efficient and timely with deadlines and deliverables
• Strong organization and time-management skills The ability to work independently without supervision
• Salesforce experience

Responsibilities

• Lead, mentor, and develop a team of customer success managers (CSMs); set team goals, track performance, and provide regular feedback; conduct performance reviews and career development planning
• Build and maintain strong relationships with key customer stakeholders, including executives, department heads, and end-users; proactively identify and address customer needs and concerns; ensure customer satisfaction and drive customer loyalty
• Develop and implement customer success strategies to drive adoption, retention, and growth; monitor key customer success metrics and identify areas for improvement; collaborate with sales, product, and engineering teams to ensure alignment and effective solutions
• Ensure timely and effective delivery of customer success programs and initiatives; manage customer success processes and tools; identify and implement process improvements to enhance customer experience
• Contribute to the development of overall customer success strategy and roadmap; analyze customer data and insights to identify trends and opportunities; advocate for customer needs and feedback within the organization
• Hire, guide, and develop a team of Customer Success Managers as well as leaders/ managers
• Motivate and lead team to achieve OKR's and deliver world class Gross & Net Retention result for Enterprise Customer Segment
• Managing Customer Retention & Churn
• Hold CSM’s accountable for team KPI’s and company OKRs
• Assist with User Groups, Webinars and User Forums
• Identify opportunities for Professional Services offered by R365, Advantage, and Radar
• Managing credits requests and resolving escalated Issues
• Manage customer programs and outreach initiatives
• Manage team expense reports and time off requests
• Provide industry, accounting, and solution expertise to the entire organization
• Other duties as assigned

Preferred Qualifications

• Previous Gainsight experience or other customer success management platform
• Previous Monday.com experience or other project management software

Benefits

• Comprehensive medical benefits, 100% paid for employee
• 401k + matching
• Equity Option Grant
• Unlimited PTO + Company holidays
• Wellness initiatives